Blog

Agent Effort Score: Putting the Cognitive Spotlight on Agent Experience

Agent Effort Score: Putting the Cognitive Spotlight on Agent Experience

September 22, 2021

The effort an agent puts in to fulfill their role is often overlooked. Cognitive technology minimizes it to improve support outcomes & productivity.

Intelligent Chatbots: Reinventing Cybersecurity with Virtual Watchguards

Intelligent Chatbots: Reinventing Cybersecurity with Virtual Watchguards

September 16, 2021

The proliferation of new technologies has altered the cybersecurity landscape where chatbots safeguard your data by funneling conversations via encrypted networks. Here’s how!

How to Scale Your Customer Success Function with Cognitive Technology

How to Scale Your Customer Success Function with Cognitive Technology

September 14, 2021

Is cognitive technology the answer to scaling customer success function efficiently? If so, how? This crisp blog post answers this and many more questions about what’s next in CS.

Knowledge-First Model: The Force Majeure of Proactive Customer Support

Knowledge-First Model: The Force Majeure of Proactive Customer Support

September 9, 2021

In customer-centric times, proactive customer service is the way forward. If you are still operating on a reactive, case-first model, then this blog post is for you.

How to Triangulate the Agent Engagement Sweet Spot with Cognitive Technology

How to Triangulate the Agent Engagement Sweet Spot with Cognitive Technology

September 7, 2021

One important aspect of running a successful business is engaged employees. This blog post reveals 5 ways to nurture engagement using cognitive technology.

Delivering Harmonized Customer Experience Across Support Channels

Delivering Harmonized Customer Experience Across Support Channels

September 3, 2021

It’s not about channel; it’s about experience. Customers want to be heard, irrespective of the number of channels being offered. Learn how cognitive technology integrates each channel & offers a seamless customer support experience.

From Reactive to Proactive: Revitalizing Your Support Org with Knowledge-First Approach

From Reactive to Proactive: Revitalizing Your Support Org with Knowledge-First Approach

August 31, 2021

Proactive support is the next-gen in customer service. Read on to know how by switching from case-first to knowledge-first, you empower your support agents to be proactive & build sustainable customer support.

How Cognitive Technology is Remolding the Realm of Cybersecurity

How Cognitive Technology is Remolding the Realm of Cybersecurity

August 27, 2021

The next wave of cybersecurity is here! This blog talks about how cognitive technology curbs cybercrime and prevents firms from advanced cyberattacks. Read on to know more!

5 Razor-Sharp KCS Metrics to Streamline Agent Workflows & Prevent Burnout

5 Razor-Sharp KCS Metrics to Streamline Agent Workflows & Prevent Burnout

August 25, 2021

This blog post covers the crucial Knowledge-Centered Services (KCS) metrics that will help improve agent workflows and operational efficiency. Read now!

How to Create a Robust Knowledge Management Strategy for Your Enterprise

How to Create a Robust Knowledge Management Strategy for Your Enterprise

August 20, 2021

Enterprises have always struggled to capture and manage knowledge. This blog post details a robust framework to build an effective KM strategy to make your customer service game stronger than ever. Read on!

5 Simple Ways to Recalibrate Your Ticket Escalation Strategy

5 Simple Ways to Recalibrate Your Ticket Escalation Strategy

August 18, 2021

Escalations are inevitable. But, for support success, it's important that we manage them well. Learn how to create an effective ticket escalation strategy, here.

How Cognitive Search Platforms Have Become Indispensable Across Enterprise Teams

How Cognitive Search Platforms Have Become Indispensable Across Enterprise Teams

August 12, 2021

Turn your enterprise data into your biggest advantage with cognitive search platforms. How? This blog post details.

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